London & Quadrant Housing Trust (202346390)

REPORT

COMPLAINT 202346390

London & Quadrant Housing Trust

30 September 2025

Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

1. The complaint is about:
   1. The landlord’s response to leaks, damp and mould.
   2. The landlord’s response to heating issues.
   3. The landlord’s handling of concerns about the condition of the windows and kitchen.
   4. The landlord’s response to a missing bath panel.
   5. The landlord’s complaint handling.

Background

2. The resident has an assured tenancy that started in October 2009. The property is a 1-bedroom, first floor flat. The landlord’s records show the resident has asthma and mobility issues.
3. On 3 January 2024 the resident complained about the landlord’s repair handling. She said there was damp and mould in the kitchen and bedroom, heating issues, a hole in the bathroom ceiling and a recurrent leak. The resident said the leak had ruined the bathroom plasterwork and decoration. She said the windows needed replacing, there was no bath panel, and the kitchen was mouldy and over 20 years old. The resident asked the landlord to fix the issues.
4. On 15 March 2024 the resident told us she had complained but not received a response. After we contacted the landlord it sent a stage 1 response on 27 March 2024. The landlord apologised for its complaint handling. It did not address the repair issues and said it had escalated the complaint to stage 2.
5. On 18 April 2024 the landlord sent its stage 2 response. It acknowledged the resident had chased repairs. It said it had replaced the bath panel. The landlord said it would inspect the kitchen and bathroom and fix the radiator on 22 April 2024. It said it would fix the roof and do any repairs needed because of the leak. It upheld the complaint because of the delays and its failure to consider the resident’s vulnerabilities. The landlord apologised and awarded £960 compensation.
6. The resident referred her complaint to us on 28 May 2024. She said the roof had not been fixed and she wanted the landlord to do the repairs.

Assessment and findings

Scope of assessment

7. We are aware there are historical issues with the roof dating back to 2022. We encourage residents to complain to their landlords in a timely manner. This is so the landlord can consider issues when they are still ‘live’, and evidence is available. We do not consider complaints that were not made within a reasonable period. This investigation considers the period from January 2023. Issues before this period provide background but are not included in the assessment. The investigation goes up to the landlord’s final complaint response on 18 April 2024.
8. The resident said the front door was damaged and the communal lighting was broken. These issues were not included in the complaint she made to the landlord in January 2024. They are not included in this assessment. This is because we only consider complaints that have exhausted the landlord’s complaints process.

The landlord’s response to leaks, damp and mould

9. Section 11 of the Landlord and Tenant Act 1985 says the landlord must keep the structure and exterior of the property in repair. The landlord’s repair policy says it will provide safe, warm, and secure homes. It also says it will attend emergency repairs within 24 hours and aim to complete routine repairs in 25 calendar days. The landlord’s damp and mould policy says it will assess reports within 20 working days.
10. On 19 May 2023 the resident reported mould in the bedroom and kitchen. There is no evidence the landlord carried out an assessment after receiving the report. On 27 October and 6 November 2023, the resident reported the mould had returned. The landlord visited on 28 November 2023 and ordered a roofing repair to be completed in 20 days. It completed an assessment report on 22 December 2023. The landlord completed the assessment within the timeline set out in its damp and mould policy.
11. On 3 January 2024 the resident complained about the landlord’s handling of leaks, damp and mould. She said there was mould in the kitchen, bathroom and bedroom. After the resident complained, the landlord visited on 4 and 11 January. An undated inspection report said there was a hole in the bathroom ceiling. It said leaks began around the same time as the landlord installed solar panels in 2022. The report said the insulation was removed and not replaced. It said roof repairs were needed. The landlord visited on 1 March 2024 and confirmed scaffolding was required. There is no evidence any repairs were completed.
12. In its stage 2 response, sent on 18 April 2024 the landlord said it hoped the roof repairs would resolve the damp and mould. It apologised and awarded £620 compensation. This comprised £480 for distress and inconvenience caused by failure to recognise the resident’s vulnerabilities, £100 for damaged items and £40 for missed appointments.

Events after the landlord provided a final complaint response

13. On 8 October 2024 the landlord said it needed to remove the solar panels and put up scaffolding. On 11 July 2025 it completed a mould wash and a pre-inspection survey. The resident subsequently confirmed the scaffolding had gone up. On 24 September 2025 the resident said no works had been done. The resident said she is concerned the landlord planned to ‘redo’ the bathroom but had not fixed the leak.
14. Where the landlord admits failings, we consider whether its offer of redress put things right and resolved the resident’s complaint satisfactorily in the circumstances. In doing so, we consider whether the redress was in accordance with the dispute resolution principles of ‘be fair’, ‘put things right’ and ‘learn from outcomes’.
15. The landlord acknowledged the repair delays, poor communication and failure to resolve the damp and mould. It also acknowledged it failed to consider the resident’s vulnerability. It identified it needed to fix the roof and carry out repairs and awarded £460 compensation. However, it failed to carry out the actions it said would resolve the problem.
16. The landlord took 19 months to put up the scaffolding to do the repairs. It did not communicate with the resident about the delays. This suggests it did not learn from its previous failings.
17. These failings and the fact it is unclear if the issues are resolved 21 months after the landlord ordered roof repairs mean the circumstances for maladministration apply. The compensation awarded by the landlord does not reflect the scale of distress and inconvenience it caused the resident. We have ordered the landlord to apologise and pay £350 additional compensation. This brings the total compensation to £970. This is in accordance with our remedies guidance where there are failings that had a significant impact on the resident.

The landlord’s response to heating issues

18. On 7 November and 28 November 2023, the resident reported the living room radiator was not working. After both reports the landlord ordered repairs, but these were not completed. On 3 December 2023 the resident reported her boiler was not working. The landlord ordered an emergency repair that was completed on the same day.
19. In its stage 2 response the landlord apologised for failing to attend the appointments and for the delay in fixing the boiler. It said it would complete the radiator repair on 19 April 2024. The landlord awarded £90 compensation and completed the repair.
20. In summary, although the landlord failed to carry out repairs to the radiator, it tried to put things right through its complaints process. The redress offered by the landlord falls within the range in our remedies guidance for a failing that was short in duration. The redress was reasonable in the circumstances.

The landlord’s response to concerns about the condition of the windows and kitchen

21. On 6 November 2023 the resident reported the windows were loose and drafty. The landlord completed a repair on the same day. It acted appropriately in handling the report as an emergency repair.
22. The resident complained the kitchen was over 20 years old and said the windows needed replacing. In its stage 2 response the landlord said it would repair the window frames and inspect the kitchen units on 22 April 2024. It said would consider the kitchen for renewal in 2024 and the windows in 2026. The landlord said it would contact the resident before these dates to arrange a survey.

Events after the landlord sent its final complaint response

23. The landlord completed window repairs on 17 June 2024 and replaced the windows in the kitchen and the bedroom in October 2024.
24. The landlord responded reasonably to the resident’s concerns. It explained when the windows and units would be considered for renewal and inspected to identify any interim repairs. The landlord subsequently brought the window renewal date forward. As a result, there was no maladministration in the landlord’s response to concerns about the condition of the windows and kitchen units.

The landlord’s response to a missing bath panel

25. On 3 January 2024 the resident complained there was no panel surrounding her bath. The landlord’s repair records do not include any earlier reports of a missing bath panel. On the day the landlord received the resident’s complaint it completed a repair and replaced the panel. The landlord noted the resident’s mobility issues and acted appropriately in completing the repair as an emergency. As a result, there was no maladministration in the landlord’s handling of a missing bath panel.

The landlord’s complaint handling

26. Our Complaint Handling Code (the Code) says landlords must:
    1. Acknowledge stage 1 complaints within 5 working days and respond within 10 working days.
    2. Acknowledge stage 2 complaints and respond within 20 working days of escalation.
    3. Address all points raised in a complaint.
27. The resident complained to the landlord on 3 January 2024. There is no evidence the landlord acknowledged the complaint. The resident contacted us on 4 March 2024 as she had not received a complaint response. After we contacted the landlord, it sent a stage 1 response on 27 March 2024.
28. The landlord apologised for its complaint handling but did not address the repair issues. It said because the resident had waited for a response it would escalate the complaint to stage 2. The landlord acted contrary to the Code. It should have addressed all the issues the resident complained about. By escalating the complaint without investigating, the landlord prevented the resident accessing its full complaint process.
29. The landlord provided a stage 2 response on 18 April 2024. This was the first response that addressed the issues the resident complained about. The landlord sent the response 75 working days after the resident made her complaint. The landlord apologised for its complaint handling and awarded £250 compensation.
30. We found reasonable redress in the landlord’s complaint handling. Although the landlord did not adhere to the Code, it tried to put things right through its complaints process. The redress offered by the landlord falls within the range in our remedies guidance for a failing that had an adverse effect on the resident. The redress was reasonable in the circumstances.

Determination

31. In accordance with paragraph 52 of the Scheme, there was maladministration in the landlord’s response to leaks, damp and mould.
32. In accordance with paragraph 53(b) of the Housing Ombudsman Scheme, there was reasonable redress by the landlord in its response to heating issues.
33. In accordance with paragraph 52 of the Scheme, there was no maladministration in the landlord’s handling of concerns about the condition of the windows and kitchen.
34. In accordance with paragraph 52 of the Scheme, there was no maladministration in the landlord’s response to a missing bath panel.
35. In accordance with paragraph 53(b) of the Housing Ombudsman Scheme, there was reasonable redress by the landlord in its complaint handling.

Orders

36. Within 4 weeks of the date of this report, the landlord must:
    1. Apologise in writing for the failings identified in this report.
    2. Pay the resident £970 compensation for the distress and inconvenience caused the by the failings in the landlord’s response to leaks, damp and mould.

The landlord can deduct from this amount any compensation already paid. The compensation awarded by the Ombudsman should be paid direct to the resident and not to a rent or service charge account.

3. Provide the resident and the Ombudsman with a schedule of works for the roof repairs and installation of insulation. The works should start no later than 6 weeks from the date of this report. If the repairs are complete, the landlord should send written confirmation of what works it completed and when.
4. Complete an inspection of the resident’s property. The landlord must provide a report to the resident and the Ombudsman setting out:
   1. Any damp and mould and how it will be treated.
   2. Any outstanding repairs to the bathroom, bedroom or kitchen following the leaks, damp and mould.
   3. A schedule of works for carrying out the repairs. The report must provide a timeline for the works that starts within 6 weeks of the date of the inspection report.